Your Experiences with SugarCRM?

[NiallH]

Hi,

I have recently downloaded and installed an evaluation edition of Sugar Suite 4.0. In the last few weeks I have been in contact with some sales and technical people in Sugar and I have unfortunatly found their level of customer service very poor at times (no responses to emails, delays in getting back to me, etc etc).

Are there any customers of Sugar here who can tell me about their experiences with Sugar CRM?

- How good is their level of customer service?
- Do you get fast responses to your queries?
- Are you confident in Sugar CRM as a company?

At this time I am getting worried. We have been trying to buy this product from Sugar but will do so only when we are happy all the components work (offline client etc) and the level of support I have got from Sugar in helping us out with that is very poor. For example I spoke to one of sales people on the phone last night who promised to email me the download details for the Offline client over night and now this morning I have no email, and its not the first time this has happened.

Any views appreciated.
N

[suruchi]

I am using SugarCRM 4.0 and sugarCRM 3.5.1a also it is easily installed as well i have done many changes also .

So please tell me what type of prob u r facing hope i can solve it

Thanks
Suruchi

[andrewb]

for a technical person. What are the problems you meet?

[NiallH]

Hi,

I am not having any real technical issues, as per my email I am just asking for your opinions on SugarCRM with regards to their level of customer service, their stability etc

[alsutton]

We're using the Open Source version, so don't expect much, but the major critisism I have is the speed of releases in comparison to bug fixes. I can't remember the last time we had a release where all of the bugs were fixed in the release, what seems to happen is a new major version comes out with the bug fixes forcing us to upgrade and endure any new problems.

We've also lost confidence in Sugars promises, this has recently happened give the public assurance that the mambo integration would be available with Sugar 4.0 (see http://www.sugarcrm.com/forums/showthread.php?t=6311), yet we're a good few weeks down the line after it's release and the mambo integration is still nowhere.

Al.

[extremesanity]

Sugar releases versions way before they are ready for production use. Each version always has bugs, some which should never be allowed in a CRM application. Bugs sometimes have made it through multiple releases after being reported.

Overall, sugar is cheaper than other alternatives. You have to decide whether its worth putting up with bugs in order to use it.

[acc]

we have sugarcrm professional , we were looking for a crm with good price and sugar whas here
we have 5 licences and we plan to go to 35 licences , but the problem with sugar is that they release porfessional , entreprise and open source versions a the same time ! , result lenty of bugs in a very short time so the support can do nothing to customers
we have recently upgraded to 4.0 Professional the result was many bugs in the fist day and no support (we sent several emails to support@sugarcrm.com with no reply) , so will go back to 3.5.1d bugs cost time money and some times customers

the problem with sugar that they do not make differences betwen business needs and open source needs , open source look for more and more feature , business(professioanl and entreprise ) need stability (we tested) , data security and reliable support

i hope that they change to better since they have good technical team